Case Study: Twitter improves Help Center findability and accessibility with Green Stone

Twitter modernizes its Help Center with Green Stone, reducing pageviews while keeping sessions steady across 300+ articles

Twitter, a major social media company, faced a challenge with its Help Center, which was visited by tens of millions of users each week but was failing to meet their needs. Many users were unable to find answers and sought help elsewhere, so Twitter engaged the vendor Green Stone to modernize the site and re-establish it as the authoritative source for help content using experience design, visual design, and content strategy.

Green Stone redesigned the Help Center with a modern, readable design system and introduced modular "Help Cards" to make content more accessible from search engines and within Twitter's product. They recategorized over 300 articles to improve findability and validated their designs through user testing. The solution was successful; after launch, overall pageviews decreased while sessions remained consistent, indicating people were finding what they needed faster.

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